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Agenda


7:30 am – 3:00 pm
Arrival & Registration
7:30 am – 5:00 pm
Now Expo Open
7:30 am – 9:15 am
Expo Hall Breakfast
9:15 am – 10:30 am
Digital Transformation Keynote
10:30 am – 11:15 am
Coffee Break
11:15 am – 12:00 pm
Breakout Sessions: topic, spotlight and customer sessions
View our Catalog to learn more information.
12:00 pm – 1:30 pm
Lunch
1:30 pm – 3:50 pm
Breakout Sessions: topic, spotlight and customer sessions
View our Catalog to learn more information.
3:50 pm – 5:00 pm
Now Expo Networking Cocktail Reception and Prize Draw

Winners for the Passport and Survey Sweepstakes will be announced during the reception. Terms and Conditions apply.

Speaker

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Biography
Chris Bedi joined ServiceNow as CIO in September 2015. Prior to ServiceNow, Bedi served as CIO of JDSU from August 2011 to March 2015 where he was responsible for IT, Facilities, and Indirect Procurement. Before JDSU, Bedi held various positions at VeriSign from April 2002 until August 2011, including CIO, VP Corporate Development, and VP HR Operations. Bedi began his career at KPMG Consulting in June of 1996. He holds a Bachelor of Computer Engineering from the University of Michigan.

Speaker

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Biography
Michelle Brigman has over 20 years' experience building successful Customer Experience (CX) Programs. Michelle is known for her ability to shift the customer experience lens from data point focus to a customer driven model centered on engagement and client delight. Her ability to build trust with customers and business partners differentiated her in driving culture change. She currently serves as the Director of Cx for 7-Eleven, joining the team in July 2018.
Previously, as a senior workforce manager for Citi Bank, Jerry coordinated with external business partners to institute a Customer Listening and Engagement strategy providing optimal social media engagement solutions incorporated into call center operations. The optimized social media solution produced exceptional customer service, resulting a $5.7 billion Citi/Costco business partnership. Jerry is retired United States Air Force 30 yr. veteran, who earned his MBA (International Business) from Liberty University, BA (Management) from Columbia Southern University and Associate degrees in Information Management/Information Systems Technology from Community College of the Air Force.
Previously, Michelle founded Citi's Digital Customer Listening and Engagement program, tuning into changes in customer's digital behaviors and social conversations. Her team monitored >1B annual digital interactions, adapting real time to increase digital containment and seamless interactions. The program was recognized by CXPA & Tech Titans for Corporate Innovation. In her previous role, Michelle was responsible for the North America Servicing Net Promoter Score (NPS) Program. She served as Executive Sponsor of the Dallas Women's Network, a member of the Site Leadership Team, and as a mentor and trainer for Citi sponsored STEM initiatives.
Prior to joining Citi, Michelle spent 16 years at Dell, where she developed a strong suite of programs that embedded Client Experience into the company culture. As Director of Global Social Media Listening & Engagement Program, she co-founded Dell's Global Listening Command Center, which was responsible for listening to 25k conversations a day across 11 languages. The Command Center has been recognized by Forrester, American Business Awards, Bees Award, Altimeter, CeBit Australia, PR News & Groundswell as the industry benchmark in how companies should engage with customers. Prior to directing the Social Media Listening efforts, Michelle was responsible for Global Consumer Client Experience, where she led contact center quality, process improvement, escalations management, cost reduction, & NPS.

Speaker

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Biography
Pat Wadors joined ServiceNow in September 2017 and serves as the Chief Talent Officer and Chief Human Resources Officer for ServiceNow. Prior to joining ServiceNow, Wadors was Senior Vice President Global Talent Organization at LinkedIn where her focus was on recruiting and developing top talent, driving organizational transformation, supporting a highly engaged workforce and growing LinkedIn's global footprint. Additionally, Wadors held human resources leadership positions at Plantronics, Yahoo!, Align Technology and Applied Materials. Wadors earned her B.S. in business management with a concentration in human resources management and a minor in psychology from Ramapo College of New Jersey.

Speaker

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Biography

Leader with over 14 years of experience in enterprise information systems, HR operations management, support service delivery, and formal project/portfolio management. In September 2017, Brenton joined Keurig Green Mountain to lead the launch of the a new HR Shared Services team and direct the HRIS function.

Brenton previously led Talent Acquisition Operations at HD Supply where he drove innovations in recruitment marketing, centralized enterprise processes, and candidate experience. While at HD Supply, he also served as Project Management Office (PMO) lead – executing tactical technology implementations and strategic innovations like a Data Warehouse for the HR organization.

Prior to joining HD Supply (NASDAQ: HDS), Brenton led an IT help desk, managed IT infrastructure operations, and served as an IT Project Manager for United Technologies Corporation (NYSE: UTX).